Company Description

Located in Largo in the heart of Prince Georges County, our new state-of-the-art regional medical center (UM Capital Region Medical Center) will provide improved access to primary and ambulatory care services, and serve as a tertiary care center for critically ill patients. In addition, our new space will allow us to expand our offerings as a community partner to help improve the health status of Prince Georges County residents.

Job Description

Full-Time, Evening.

Hours: 3:00 pm -11:00 pm with rotating weekends

Position Summary:

Under the supervision of the Patient Experience Leadership Team (Supervisor, Manager, and Director), the Communications Clerk is responsible for managing incoming calls, transferring them to the appropriate departments, and providing requested services promptly and courteously. This role is critical to emergency communication, ensuring the timely activation of codes and the dispatch of emergency teams in accordance with protocol. The Communications Clerk operates various telecommunications systems and maintains on-call schedules, ensuring seamless and effective communication within the hospital. Additionally, the position provides guest services at the Information Desk, offering directions and support to patients, families, and visitors while contributing to a positive and professional customer experience.

Principal Duties and Responsibilities

Switchboard Operations

1. Operates the central telephone system, answering and transferring calls in a timely manner.
2. Provides paging services for physicians and designated personnel per protocol.
3. Delivers urgent medical messages to physicians, residents, and patients promptly.
4. Responds to emergency calls (fire, medical, etc.) and activates alerts (paging, text, overhead) per policy.
5. Maintains detailed logs of emergency calls, including time, caller, and operator details.
6. Accesses patient information through the Siemens system in accordance with HIPAA guidelines.
7. Updates department numbers, pager numbers, and schedules in the system.
8. Conducts and documents monthly test pages.
9. Report system malfunctions to vendors and management immediately.
10. Updates on-call schedules for multiple clinical and support service areas.
11. Coordinates translation service appointments across hospital departments.
12. Monitors the fire alarm system in conjunction with Clinical Engineering.
13. Notifies clergy at the request of patients, families, or staff.
14. Monitors the HUGS infant security system.
15. Supports onboarding by proctoring new hires.

Information Desk / Guest Services

1. Greets and assists visitors entering the hospital.
2. Performs patient look-ups and room transfers.
3. Offers wayfinding support throughout the facility.
4. Directs outpatient visitors to Patient Access for registration.
5. Coordinates transport services (e.g., wheelchair assistance).
6. Assists guests with access to public transportation information.
7. Activates regulatory agency alerts as needed.
8. Maintains and verifies clergy parking log.
9. Responds to questions from guests, staff, and patients or refers to appropriate personnel.

Customer Service Standards

• Greets all customers courteously and professionally.
• Follows communication protocols and uses patient names when known.
• Handles concerns and complaints promptly, striving for immediate resolution.
• Maintains confidentiality in all public and private interactions.
• Offers proactive assistance and ensures seamless hand-offs.
• Participates in service recovery efforts when expectations are not met.

Commitment to Teamwork

• Offers assistance to colleagues and other departments.
• Accepts ownership of issues and respects deadlines.
• Resolves conflicts respectfully and constructively.
• Is punctual for meetings and communicates absences appropriately.
• Shares status updates to ensure continuity of work when away.

Communication Etiquette

• Maintains professionalism in all verbal and written communication.
• Limits personal phone use in patient care areas and meetings.
• Responds to calls and emails within 24 hours.
• Ensures voicemail and email messages are up to date and informative.
• Always maintains a respectful tone in public communications.

Self-Management and Accountability

• Complies with dress code and wears ID badge visibly.
• Completes assignments on time or negotiates deadlines when necessary.
• Fulfills all mandatory education and competency requirements.
• Follows all safety, infection control, and conduct policies.
• Demonstrates personal commitment to growth and professional standards.
• Adheres to attendance, punctuality, and break time expectations.
• Reviews and complies with all confidentiality policies.

Qualifications

Applicable Experience

• Experience (years): Required: 1 to 3 years
• Preferred: Medical Terminology
• Experience (describe required & preferred): One year experience as a Telephone Attendant/Operator using computerized equipment

Qualifications

Required Qualifications:

• High School Diploma or GED required
• 1-3 years of experience as a Telephone Attendant/Operator using computerized equipment
• Proficiency in English (verbal and written)
• Basic computer skills including Microsoft Office Suite
• Experience with PBX systems and standard office equipment
• Ability to multitask and handle emergency communications
• Strong customer service and interpersonal skills

Preferred Qualifications:

• Knowledge of medical terminology
• Previous healthcare/hospital experience
• Bilingual skills

Physical Requirements:

• Ability to sit for extended periods
• Capable of using keyboard and computer systems
• Clear verbal communication abilities
• Normal hearing and color vision
• Ability to lift up to 10 pounds

Additional Information

All your information will be kept confidential according to EEO guidelines.

Compensation:

• Pay Range:$17.78 - $34.62
• Other Compensation (if applicable):
• Review the 2025-2026 UMMS Benefits Guide

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